How to create a workflow? - Online Help | Zoho Campaigns

How to create a workflow?

A Workflow is an automation tool that lets you create unique processes based on your business requirements. With workflows you can create various paths your customers can take based on set conditions in each process. In Zoho Campaigns, we offer six types of workflow series : Welcome and on-boarding, Nurture, Re-engagement, Customer Retention, E-commerce and Conditional workflows.  
A workflow consists of a Trigger, a Process and a set of Actions. 
The Triggers are : Form Submission, List Entry, Email Action, Field Update, Open Trigger, Tag Assigned, Tag Removed, Abandoned Cart, Purchase Follow-up, Enter a Segment and Date-field Trigger.
The Process section consists of a flow control component and a condition component. 
  1. The flow control components are : Random Split and Merge. 
  2. The condition components are : Simple, Multiple and Email Activity.
The Action section consists of Engagement components, Productivity components and Zoho CRM actions.
  1. The engagement actions are : Send Email, Send SMS and A/B Test.
  2. The productivity actions are : Wait Time, Email Activity, Subscription Management, Wait Conditions, List based Actions, Tag based Actions, Score based Actions, Update Field, Internal Notification Emails and Response Action.
  3. The Zoho CRM actions are : Push Data and Create Task.
In this help guide we will educate you on how to create and activate a workflow in Zoho campaigns. We also give you an explanation of each component in a workflow.

Create a workflow

Follow the below instructions to learn how to create a workflow:
  1. From the Navigation toolbar, choose Automation and select Workflows.
  2. Click Create Workflow in the top-right corner of the page.

  3. Zoho campaigns offers six types of workflows : Welcome and On-boarding series, Nurture Series, Re-engagement, Customer Retention, E-commerce and Conditional Workflows.

  4. Choose the type of workflow you need and click Use Template or click Custom Workflow on the top-right to design your own workflow.
  5. Under the Trigger section on the left panel, select the trigger to start your workflow.
  6. The triggers are : Form Submission, List Entry, Email Action, Field Update, Open Trigger, Tag Assigned, Tag Removed, Abandoned Cart, Purchase Follow-up, Enter a Segment and Date-field Trigger.
  7. Drag and drop the trigger onto the canvas and configure them.

  8. Next, under the Process section on the left panel, select a flow control component or a condition component.
  9. To control the flow of your contacts moving through your workflow, drag and drop the flow control components from the left panel under the Process section. The flow control components are : Random Split and Merge.
  10. To add conditions or criteria, your contacts must meet to continue in the workflow, drag and drop the condition components from the left panel under the Process section. The condition components are : Simple, Multiple and Email Activity.

  11. Next under the action section, select actions from Engagement, Productivity and Zoho CRM actions.
  12. The engagement actions are : Send Email, Send SMS and A/B Test.
  13. The productivity actions are : Wait Time, Email Activity, Subscription Management, Wait Conditions, List based Actions, Tag based Actions, Score based Actions, Update Field and Internal Notification Emails
  14. The Zoho CRM actions are : Push Data and Create Task.

  15. Drag and drop the actions onto the canvas and configure them.
  16. To enable response actions, click the response toggle found in the Send Email or A/B Test engagement component.
  17. Click Settings to set up exit and re-entry criteria if you want contacts to exit the workflow or renter the workflow at any stage, if needed.
  18. Once you've built your workflow, click the Activate button on the top-right corner above the canvas, to activate the workflow. 

Each component of a workflow is described below:

Trigger 

A trigger acts as a stimulant that activates a workflow. Zoho Campaigns makes it easy for you to create various workflows based on these triggers according to your business needs.  

Form submission  

Use this trigger to start a workflow for those contacts who sign up through the form you select. Simply drag and drop the trigger to the canvas and click Select Form. You can choose to trigger the workflow if contacts sign-up from any form or a specific form. For a specific form, select the form and click Save.

List Entry  

You can use this trigger to start a workflow for those contacts who enter a specific mailing list. Drag and drop the trigger onto the canvas and click Select List. Select the mailing list from which the contacts entered. Choose to allow existing and new contacts or only new contacts or only the contacts already present in the selected list and click Save.

Email Action 

This trigger starts a workflow for those contacts based on their responses to the emails you have sent them. Drag and drop the trigger onto the canvas and click Select Email. Choose to send a specific email or any email. Select the email responses the contacts should have performed and click Save.

Field Update 

Trigger a workflow when the field you selected is updated. Drag and drop the trigger onto the canvas and click Select Field. Enter the field parameters that should be updated to trigger the workflow and click Apply.

Open Trigger 

You can use this trigger to start a workflow when contacts are imported from another application using API keys. Drag and drop the trigger onto the canvas and click Get API Key. Next click generate an API Key and click Copy to copy the key to the clip board for future reference. Click Save.

Tag Assigned  

This trigger can be used to start a workflow when contacts are assigned the tag you have selected. Drag and drop the trigger onto the canvas and click Select Tag. Select the tag and the contacts assigned to it will enter the workflow and click Done.

Tag Removed  

This trigger can be used to start a workflow for those contacts whose tag you have selected is removed. Drag and drop the trigger onto the canvas and click Select Tag. Select the tag and click Done.

Abandoned Cart  

This will trigger the workflow for those contacts who have added products to their cart without making a purchase. This workflow will work as a reminder for those contacts to make a purchase. Drag and drop the trigger onto the canvas and click Select Cart. Select the store from which the products were added and choose the time duration after which contacts will enter the workflow. Click Save.

Purchase follow-up  

This workflow will trigger for those contacts who have purchased products from your store. Drag and drop the trigger onto the canvas and click Configure. Select the store from which contacts have purchased from and click Save.

Enter a Segment   

This trigger can be used to start a workflow for those contacts who have entered the segment you have selected. Drag and drop the trigger onto the canvas and click Select Segment. Select the segment and choose to allow existing and new contacts or only new contacts or only existing contacts to enter the workflow. Click Save.

Date-field  

You can use this trigger to start a workflow for contacts to enter at a specific date and time. Drag and drop the trigger onto the canvas and click Select Date. Choose to use a custom date or a specific date. ( For a custom date you can select the date field you have already provided ).

If you want specific contacts to enter the workflow you can set additional criteria. Enable the 'Set criteria for contacts to enter the workflow' option and enter the criteria contacts must satisfy to enter the workflow. You can allow contacts to enter at any specified time on the selected date. You can choose from the three options provided. Let contacts enter at any time during the selected date or between a specific time on the selected date or at a particular time on the specific date. You can allow contacts to enter the workflow before the selected date by enabling the 'Allow contact entry before selected date' option and entering the number of days. Click Apply to trigger the workflow based on the date-field trigger. 

Process 

Now that you have selected a trigger you need to set up a process to build up your workflow. The process involves adding actions for your contacts to perform or conditions the contacts need to meet or setting up a flow control to design the path your contacts need to take in the workflow.

Flow Control 

You can choose to control the flow of your workflow by selecting one of the components provided by Zoho Campaigns.  Each flow control process is explained below:

Random Split 

Split the path of the workflow randomly into two group of contacts. Drag and drop the Random split component into the canvas. Click Configure.

Drag the cursor across the indicator to apply the percentage for each group. When contacts reach this stage, they will be randomly put into each path.

Merge

Use this component if you need to merge two or more paths into one. Drag and drop the Merge component from the Process section of the left panel onto the canvas and choose actions to be performed by the new entries in this path.

Conditions  

Set conditions based on contact information and behaviour and branch out their path in the workflow. When contacts reach this stage in the process they will be checked if they meet the criteria or not, and will take the corresponding path. Under the Condition component from the Process section of the left panel, drag and drop the desired condition onto the canvas and configure it to suit your requirements. There are three types of conditions:

Simple condition

Set up a criteria based on either contact information or recipient activity. Drag and the Simple condition component onto the canvas and click Configure. Enter a criteria that is based on a simple yes / no answer and click Apply.
Split the workflow here for contacts who satisfy the criteria and for those who don't. Choose an action to be performed on the contacts who have met the condition and connect the process to the 'YES' side of the component. Likewise, choose an action to be performed on contacts who have not met the conditions and connect the process to the 'NO' side of the component.

Multi way condition

Segment your contacts based on the criteria you've created using their field value and create separate paths for each segment. Drag and drop the Multi way condition component onto the canvas and click Configure. You can provide a maximum of six values for the field you select. Click Apply.
Create up to 6 paths for the values you provide, and another path where all these conditions are not met. You can choose actions to be performed on the contacts who have met the conditions, by connecting the process to the respective values in the component. Also choose an action to be performed on contacts who have not met the conditions and connect the process to the default side of the component.

Email Activity 

You can allow contacts to enter your workflow based on their past email activity. Drag and drop the Email Activity component on to the canvas and click Configure.

Select an email and choose the activity your contacts should have performed to enter the workflow and click Save. The email activity include Sent, Not sent, Opened, Not opened, Replied, Opened but not replied, Ignored, Clicked on any link, Opened but not clicked on any link and Clicked on specific link.

1. For plain text email campaigns, opens will be tracked only if the links in the email campaign are clicked.

2. Contacts will enter into further processes of the workflow only once, when they initially satisfy the conditions selected above.

For example, let's say the email activities you've selected are sent, opened and clicked for an email. Lisa has received the email, opened it and clicked on the link in it, therefore she enters all three paths of the workflow. At first, James, another contact, has only received the email so he will enter only that path. After a few days, James has opened and clicked on the link in the email but he will not be allowed to enter into their respective paths. Contacts can therefore enter further paths of the workflow only if they've met conditions at the start.

Actions 

Here you can choose to let your contacts perform certain actions that satisfy your business requirements like sending email campaigns, performing A/B test for an important campaigns among other examples.

Engagement

Send Email  

Send an email to your contacts when they reach this stage of the workflow. To configure:

  1. Drag and drop Send Email component from the Process section of the left panel onto the canvas.

  2. Click Create Message in the message block.
  3. Click Edit icon on the top-left and give your message a name.

  4. You can setup a workflow to send email campaigns to a list of contacts based on the topics they are most interested in. To learn more about topics, click here.
  5. Click Configure Topic. Select a topic from the drop-down and click Save.

  6. Click Add Subject. Enter the subject and pre-header details for your message
  7. Click Add Sender Details and enter the sender name.
  8. Click Show reply-to details. Enable reply tracking, enter a reply-to address and click Save.
  9. Click Create Content to add content for your message.
  10. Click Send for Review to send your email content to our compliance team for review.
  11. Your reviewed message will be sent out as scheduled once you activate the workflow. Messages, by default, will be sent one day after the previous action was performed. However, you can edit the message's schedule.

Send SMS

Use this component to send SMS messages to contacts who enter the workflow. To send SMS messages :

  1. Drag and drop the Send SMS component from the process section of the left panel onto the canvas.
  2. Click Configure.
  3. Give a name to your SMS message by clicking the Edit icon on the top-left. Click Save.
  4. Click Select an SMS Gateway. Select the SMS gateway and click Proceed.
  5. Click Configure Content to add content for your SMS.
  6. Add the content and include merge tags to personalize your message.
  7. If you want to send your message in multiple parts select Send message in parts and click Save.
  8. Click Configure Fields and select your contacts' phone number and country fields.
  9. Click Go Back to Canvas to send your message for review.
  10. Click Send for review to send your message to our compliance team for review.
  11. Your reviewed message will be sent out as scheduled once you activate the workflow. Messages, by default, will be sent one day after the previous action was performed. However, you can edit the message's schedule.

A/B Test

With this component you can test two versions of your campaign where version 1 of the campaign will be A and version 2 of the campaign will be B. Send these two versions to a small group of your contacts and decide the winner based on their performance. Once the winning version is decided, it will be sent to the remaining contacts. Drag and drop the AB test component from the Process section on the left panel onto canvas. Click Configure

Enter the following information:
  1. Decide the size of your test group: Enter the number of contacts who should receive these test versions. 50% of the selected number will receive version A and the remaining 50% will receive version B.

  2. Select how the winner should be chosen: You can choose to decide based on open rate or click rate, or decide the winner manually once the test is complete, based on their reports.
  3. Test duration: Select the time duration for which the test should run. The test will start after the versions have been sent to the selected test group.
  4. Choose a preferred version to be sent in case of a tie or during the evaluation.
  5. Click Done.
Create two versions of the same message by clicking Create Message under Version A and B. After the test is complete the winning version will be decided. Contacts who enter after the selected test duration will take the path that follows the winning version.

You can manually select which version should be sent in case of uncertainty . The following are the cases of uncertainty:

  1. When there is a tie after the test.
  2. When a contact reaches this stage after the versions have been sent to the test group and while the test is still running.

Productivity

Wait Time

Set a time period for contacts to wait (in hours or days) before they perform further actions set up in the workflow.  Drag and drop the Wait component onto the canvas. By default a wait period of 1 hour is set by Campaigns.

If you wish to change the wait period click the more icon (...) and select the Edit icon. Enter the number of hours or days you want your contacts to wait. You can choose to let your contacts resume their activity immediately after the specified wait time or between a specific time period. You can also let your contacts to wait for a specific time on all days of the week or only on specified days of the week. Click Save.

Subscription Management 

With this action you can manage topic subscription for contacts entering your workflows. In subscription management you can

  1. Add a subscription to marketing topics - The contacts entering your workflow will be subscribed to selected topics. They will receive only emails based on the selected topics. Note: In case the contacts entering the workflow are non-marketing, they will first be converted into a marketing contact and then be subscribed to the selected topics.
  2. Remove a subscription from marketing topics - The contacts entering your workflow will be unsubscribed from the selected topics. They will no longer receive emails related to those topics.
  3. Mark contacts as non-marketing - When a contact is marked as non-marketing, its subscription to any topic will be removed. So if you select this option, the contacts entering the workflow will be unsubscribed from all topics and they will no longer receive any marketing emails. Note : You can choose marketing topics for these contacts manually at any point of time in the future.
  4. Unsubscribe contacts from all topics - This option will unsubscribe contacts entering the workflow from all topics in the organization and will be exited from the workflow immediately. They will no longer receive any marketing emails. Note: You can either mark these contacts as non-marketing if you don't want them to be exited from the workflow and also select marketing topics for these contacts at any point of time in the future.
Drag and drop the subscription management action from the Process section on the left onto the canvas and click Configure.

Select from the following options:
  1. Add a subscription to marketing topics, select a topic and choose a lawful basis of communication
  2. Remove a subscription from marketing topics and select a topic
  3. mark contacts as non-marketing
  4. unsubscribe contacts from all topics.

Click Apply to manage subscription for contacts entering the workflow.

Wait condition 

Set conditions based on time delay for your contacts to satisfy in order to move in to further processes of the workflow. You can choose to wait for a specific number of hours or days until the contacts satisfy said conditions. If they don't satisfy the conditions they will automatically be moved into an alternate path, chosen for them in the workflow. To set wait conditions:
  1. Drag and drop the Wait Condition component onto the canvas.
  2. Click Configure to set conditions.
  3. Choose to set conditions based on Contact Information or Recipient Activity.
  4. Set the wait criteria and enter the wait time in hours or days and click Apply.
  5. Choose an action to be performed on the contacts who have satisfied the condition and connect the process to the 'TRUE' side of the wait component.
  6. Likewise, choose an action to be performed on contacts who have not satisfied the conditions and connect the process to the 'FALSE' side of the wait component.

List-based Actions

  1. Add to List - Add contacts to a list when they reach this stage of the workflow. Drag and drop the Add to list component from the Process section of the left panel onto the canvas. Click Configure.

    Select the mailing list for your contacts to enter.

  2. Remove from List - Remove contacts from a list when they reach this stage of the workflow. Drag and drop the Remove from list component from the Process section of the left panel onto the canvas. Click Configure.

    Select the mailing list from which the contacts will be removed from and click Done.

Tag-based Actions

  1. Assign tags - Assign tags to contacts when they reach this stage of the workflow. Drag and drop the Assign tags component from the Process section of the left panel onto the canvas. Click Configure.

    Select the tag to be assigned to your contacts and click Done.

  2. Remove tags - Remove tags from contacts when they reach this stage of the workflow. Drag and drop the Remove tags component from the Process section of the left panel into the canvas. Click Configure.

    Select the tag to be removed from your contacts and click Done.

Score-based Actions

  1. Add Score - Add score to your contacts when they reach this stage of the workflow. Drag and drop the Add Score component from the Process section of the left panel onto the canvas. Click Configure.

    Select the score to be added to your contacts and click Done.

  2. Subtract Score - Subtract score from your contacts when they reach this stage of the workflow. Drag and drop the Subtract score component from the Process section of the left panel onto the canvas. Click Configure.

    Select the score to be subtracted from your contacts and click Done.

Update Field

Update the value of your contacts' field when they reach this stage of the workflow. Drag and drop the Update field component from the Process section of the left panel onto the canvas. Click Configure.

Select the field to be updated and specify the new value. Click Done.

Please note if you fail to specify a new value, the current field value will be deleted.

Internal Notification Email

Set up emails to notify your organization members when contacts pass a particular stage in the workflow. Drag and drop the Internal notification email component from the Process section of the left panel onto the canvas.

To complete this action:
  1. Add a subject for the email.
  2. Choose to notify Campaign Users or CRM owners.

  3. Select email addresses.
  4. Add email content.
  5. Click Done.

Move to Another Workflow 

Set up this process if you want your contacts to be moved to another workflow. This process can be used only when you have another workflow that has an open trigger. Drag and drop the component from the Process section on the left panel onto the canvas and click Configure.

Select the workflow into which you would like to move your contacts to. Add a delay after which your contacts will be moved and you can also add criteria to skip certain contacts if needed. 

Note : In the move to another workflow component, you can move contacts only into a workflow that has an open trigger.

Exit from Workflow 

Remove contacts from the workflow when they reach this stage of the workflow. Drag and drop the Exit from workflow component from the Process section of the left panel onto the canvas. 

Response action 

Zoho Campaigns allow users to enable response actions based on contacts' responses to emails sent to them. You will find the email response action in the Send Email and A/B Test components of the workflow. The responses include : Delivered, Opened, Replied, Ignored, Clicked on any link and Clicked on specific link. Now you can configure actions to be performed by contacts entering the path of each response in the workflow. To configure email response, follow the steps below:
  1. From the navigation toolbar, select Automation and click Workflows.
  2. Click Create Workflow from the top-right and select a workflow template.
  3. From the left panel, drag and drop a trigger onto the canvas.
  4. Now drag and drop the send email action from the left panel under the trigger.
  5. Click Create Message and create the email content and get it reviewed.

  6. Enable the response button.
  7. Select the responses, contacts should have performed to enter the workflow.

  8. Click Done.
Contacts will enter into further processes of the workflow, continuously, as and when they satisfy the conditions selected above therefore resulting in the same contact entering multiple paths in the workflow at different times. 

For example, let's say the email responses you've selected are sent, opened and clicked. Lisa received the email, opened it and clicked on the link in it. Therefore she enters all the three paths of the workflow. At first, James, another contact, has only received the email so he will enter only that path. After a few days, James opens and clicks on the link in the email which lets him enter into those paths of the workflow as well. Thus James will be present in multiple paths of the workflow, performing multiple actions. Contacts can continue to enter further paths of the workflow as they satisfy the conditions.

Zoho CRM Actions

Push data to Zoho CRM

Push your contacts' data into Zoho CRM when they reach this stage of the workflow. Drag and drop the Push to Zoho CRM component from the Process section of the left panel onto the canvas. Click Configure in the action block.


Fill in the following information:
  1. Select a CRM account and CRM module to which you want to push your contacts into.
  2. Select what data to be pushed: you can either update the Zoho Campaigns-related information of all existing and new contacts to Zoho CRM (new records will be created for contacts new to Zoho CRM) or update just the data of contacts already existing in Zoho CRM (new records will not be created for contacts new to Zoho CRM).

  3. C lick Next .
  4. Map Zoho Campaigns fields with the respective Zoho CRM field and click Next.

  5. You can also choose to push the contacts source into Zoho CRM if needed.

  6. Click Save .

Create tasks in Zoho CRM

You can create tasks for those contacts who have reached stage. Drag and drop the Create task in Zoho CRM component from the Process section of the left panel onto the canvas. Click Configure in the action block. 

Fill in the following information:
  1. Select a CRM account and CRM module to which you want to push your contacts into.
  2. Select what data to be pushed: you can either update the Zoho Campaigns-related information of all existing and new contacts to Zoho CRM (new records will be created for contacts new to Zoho CRM) or update just the data of contacts already existing in Zoho CRM (new records will not be created for contacts new to Zoho CRM).

  3. Click Next .
  4. Fill in the following information:
    • Subject - Enter your task subject.
    • Due Date - Choose to complete the task before a selected date or keep this task active for a specific number of days.
    • Status - Select the status you want to give your task.
    • Priority - Select the priority of the task.
    • Description - You can give a description of the task you've created.
    • Owner allocation - Allot owner for tasks being created in CRM. You can assign all tasks to one owner or select owner by round robin method for each task or assign tasks to an existing CRM account owner.
    • Select the assignee for the task created.

  1. Click Next .
  2. Map Zoho Campaigns fields with the respective Zoho CRM field and click Next .

  3. You can also choose to push the contacts source into Zoho CRM if needed.

  4. Click Save.

Exit or Re-enrollment Criteria 

You can set up criteria for contacts to exit from a workflow or re-enroll into a workflow based on your business requirements. Click the Settings Icon on the top-right of the page to set up this criteria. Zoho Campaigns lets you configure the workflow for
  1. Contacts who've achieved their goals - Click the toggle button to enable exit criteria for those contacts who've achieved their goals. Set criteria for them to satisfy, in order to be exited from the workflow.
  2. Contacts who've not met the workflow's trigger configurations- Select, to remove or not to remove, the contacts who do not meet the configuration set up in the workflow's trigger.
  3. Contacts to re-enroll into your workflows - Click the toggle to enable re-entry of contacts into the workflow, if they meet the selected trigger conditions.

Click Apply to set up these criteria for contacts to re-enroll into your workflow or exit from your workflow.


Activate the workflow 

After you've built a workflow with a trigger and set up a process that would take contacts into their own defined path, you can activate the workflow. Find the Activate button in the top-right corner of the canvas. If needed, you can click Close Canvas button to view the full workflow before activating it. The More button lets you clone the workflow, delete it or download the workflow as an image.

Tips to remember before activating the workflow:
  1. Configure the Trigger and all the components used in the Process.
  2. All components on the canvas should be connected.
  3. All end nodes of conditions should be connected.
  4. All email content should be reviewed.

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